Customer Service Representative-International Calls & chat Support

Company Description

Extensya, established in 2008, specializes in contact management solutions and business process outsourcing services, with fully equipped contact centers in Jordan, KSA, and Iraq, and service capabilities worldwide. Serving clients across the Middle East, USA, Europe, and the Indian Subcontinent, Extensya continuously evolves its offerings to provide comprehensive contact management and business support services. The company is expanding its regional presence through a multi-country delivery model, enabling a broader reach and enhanced customer communication. Extensya’s mission is to seamlessly integrate into its partners' businesses and deliver innovative solutions that drive progress and excellence.

Role Description

Customer Service Representative-International Calls & chat Support

Company Name: Extensya India Services Pvt ltd.

Workplace Type: On-site

Location: Noida

Job Type: Full-time

Seniority Level: Executive/Sr. Executive.

Job Description:

Extensya is hiring for International Call Center Agents to join our dynamic customer service team. This is an on-site role in Noida, ideal for candidates with strong communication skills and a passion for delivering excellent customer support with minimum 1 year of experience.

Key Responsibilities:

•          Handle customer interactions in a courteous and professional manner.

•          Accurately identify customer needs and provide appropriate solutions or escalations.

•          Maintain up-to-date knowledge of products, services, and processes.

•          Follow defined scripts, procedures, and call quality guidelines.

•          Meet or exceed key performance metrics such as AHT, CSAT, FCR, and adherence.

•          Escalate complex or unresolved cases to the Team Leader or relevant department.

•          Maintain confidentiality of customer data and comply with information security policies.

•          Participate in regular coaching and feedback sessions to improve performance.

•          Follow company templates, tone of voice, and response guidelines.

•          Ensure response time and resolution SLAs are met.

•          Collaborate with cross-functional teams for issue resolution.

Qualifications & Skills:

•          Minimum: Bachelor’s degree or diploma.

•          Strong communication and active listening skills.

•          Fluent in English with minimum B2.

•          Ability to work under pressure and manage multiple tasks.

•          Customer-focused with a positive attitude and empathy.

•          Basic computer literacy (MS Office, CRM tools).

•          Flexible to work in shifts, weekends, and public holidays.

•          Excellent written communication skills.

•          Typing speed and accuracy (minimum 40 wpm preferred).

•          Strong analytical and problem-solving ability.